Professional Development

Conflict Resolution: Getting Along in the Workplace


Description
Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs.

However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships.

This course will give you the tools that will help you resolve conflict successfully and produce a win-win outcome.
Content
  • Introduction
  • Introduction
  • Session One: Course Overview
  • Course Overview
  • Learning Objectives
  • Pre-Assignment: A Conflict Effectiveness Benchmark
  • Pre-Course Assessment
  • Pre-Course Assessment
  • Session Two: Defining Conflict
  • Defining Conflict
  • What is Conflict?
  • Assumptions
  • Positives and Negatives
  • Session Three: Types of Conflict
  • Types of Conflict
  • Inner Conflict
  • Interpersonal Conflict
  • Group Conflict
  • Session Four: Open Conflict vs. Hidden Conflict
  • Open Conflict vs. Hidden Conflict
  • Dealing with Conflict
  • Open Conflict
  • Hidden Conflict
  • Session Five: Spontaneous and Reflective Behavior
  • Spontaneous and Reflective Behavior
  • Exploring Behaviors
  • Session Six: The Johari Window
  • The Johari Window
  • Self-Disclosure with the Johari Window
  • My Window
  • Case Study: Spontaneous and Reflective Behaviors
  • What behaviour was Andrew exhibiting?
  • What behaviour was Stan exhibiting?
  • Do people always respond the way we think?
  • Think of some examples
  • Session Seven: Stages of Conflict
  • Stages of Conflict
  • The Five Stages of Conflict
  • Latent Conflict
  • Perceived Conflict
  • Felt Conflict
  • Manifest Conflict
  • Conflict Aftermath
  • Conclusion
  • Another Version of the Conflict Process
  • Stage 1: Mild Difference
  • Stage 2: Disagreement
  • Stage 3: Dispute
  • Stage 4: Campaign
  • Stage 5: Litigation
  • Stage 6: Fight and/or War
  • Conflict Outcomes
  • Win-Lose
  • Win-Win
  • Strategies for Dealing with Conflict
  • Win/Lose Strategy
  • Lose/Lose Strategy
  • Results of Win/Lose and Lose/Lose Strategies
  • Win/Win Strategy
  • Session Eight: Creating the Win/Win
  • Session Eight: Creating the Win/Win
  • Case Study
  • Develop a win/win outcome
  • Session Nine: Conflict Resolution Style Questionnaire
  • Conflict Resolution Style Questionnaire
  • The Conflict Grid
  • The Questionnaire
  • Scoring
  • Pros and Cons: Avoidance
  • Pros and Cons: Authoritative Command/Competitive
  • Pros and Cons: Smoothing
  • Pros and Cons: Compromising
  • Session Ten: The Role of Communication in Conflict Resolution
  • The Role of Communication in Conflict Resolution
  • The Communication Chain
  • Speaker’s Words
  • Speaker’s Facial Expressions
  • Speaker’s Tone of Voice
  • Other Body Language
  • Other Barriers
  • Paradigms
  • Education
  • Assumptions
  • Establishing Positive Intent
  • Making Connections
  • Accepting Differences
  • Session Eleven: Active Listening Skills
  • Active Listening Skills
  • Listen
  • Are you Hearing
  • Responding to Feelings
  • Reading Cues
  • Demonstration Cues
  • Tips for Becoming a Better Listener
  • Session Twelve: Paraphrasing Skills
  • Paraphrasing Skills
  • What is Paraphrasing?
  • Case Study
  • Summary Questions
  • Making Connections
  • Session Thirteen: Powerful Questions
  • Powerful Questions
  • Asking Questions
  • Open Questions
  • Handy questions
  • Making Connections
  • Do you like them
  • What category
  • How should you behave
  • Probing Techniques
  • Session Fourteen: Body Language
  • Body Language
  • Body Language Basics
  • Making Connections
  • Session Fifteen: Pre-Assignment Review
  • Pre-Assignment Review
  • What will you change
  • Influence your team
  • Session Sixteen: The Conflict/Opportunity Test
  • The Conflict/Opportunity Test
  • Questions to ask yourself
  • Skills Test
  • Situation Two
  • Situation Three
  • Situation Four
  • Session Seventeen: Conflict and Its Resolution
  • Conflict and Its Resolution
  • Visualizing Conflict
  • Session Seventeen (Visualizing Conflict)
  • Assumptions when Using the Conflict Resolution Process
  • Hands-On Steps
  • Template
  • A Strategy for Conflict Resolution
  • Phase Two: Identify the Common Goal (Use Color 2)
  • Phase Three: Identify and Rate Underlying Needs (Use Color 3)
  • Phase Four: Explore Assumptions (Use Color 4)
  • Phase Five: Brainstorm Solutions and Choose One (Color 5)
  • Session Eighteen: Helping Others Through Conflict
  • Session Eighteen: Helping Others Through Conflict
  • Preparing for Conflict
  • Preparation Tips
  • Pour oil on the troubled waters
  • Change the game and bridge the gap
  • Conflict Resolution with Facilitation
  • Give It a Name
  • Check for Agreement
  • Avoid Process Battles
  • Echo
  • Keep the Group on Track
  • Hold Them to Their Word
  • Encourage and Compliment
  • Deal With/Accept/Legitimize/Defer
  • Don’t Be Defensive
  • Use Your Body Language
  • Keep It Simple
  • Setting Norms
  • Sample Norms
  • Using Norms
  • Sample Survey
  • Coaching Through Conflict
  • Competing Issues
  • Managing Your Emotions
  • The Positive Effect
  • Fifteen Steps for Dealing with Upset People
  • Five Tips for Dealing with Difficult People
  • Six Steps for Dealing with Angry People
  • Recommended Reading List
  • Post-Course Assessment
  • Post-Course Assessment
  • Session Nineteen: A Personal Action Plan
  • Session Nineteen: A Personal Action Plan
  • What's working
  • Where to improve
  • Resources
  • Set a goal
  • Summary
  • Summary
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever